MGMT 1000 Chapter 8: Business Communications (04-71-100) - Textbooknotes Ch. 8
20 Jun 2018
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CHAPTER 8 – Positive Messages
Requesting information or action
- state the main idea – question or polite command
- explain and justify the request – focus on benefit to reader
- request action in the closing
Replying to requests
- open directly – give the information the sender wants
- supply additional information
- conclude with cordial sentence
Instruction message – describe how to complete a task
- Be positive – friendly but professional tone, correct mistakes politely
- Be transparent – state name and position with business, personalize your business
- Be honest – own up to problems and mistakes
- Be timely – respond within 24 hours
- Be helpful
Direct claims and complaints
- Open with clear statement of problem
- Explain and justify claim – attach supporting evidence (receipts, invoice, repair records)
- Conclude with an action request
Adjustment message – favourable response to a customer claim
- Open with approval - reveal good news upfront
- Explain compliance in body – rebuilding faith in company, explain changes or improvements
company will make, address misunderstandings
- Close positively - Decide whether to apologize
- Don’t’ use negative words, don’t blame customers, don’t make unrealistic promises
Goodwill messages
- Five Ss: selfless, specific, sincere, spontaneous, short
Thank you messages
- Expressing thanks for gift – identify gift, why you appreciate it, explain how you will use it
- Sending thanks for favours – what the favour means to you
- Extending thanks for hospitality
- Recognizing employees and their contributions – specific accomplishments you are grateful
for
Extending sympathy
- Refer to the loss or tragedy directly but sensitively
- For deaths, praise the deceased
- Offer assistance
- End on a reassuring, positive note
Document Summary
Requesting information or action state the main idea question or polite command explain and justify the request focus on benefit to reader request action in the closing. Open directly give the information the sender wants supply additional information conclude with cordial sentence. Instruction message describe how to complete a task. Be positive friendly but professional tone, correct mistakes politely. Be transparent state name and position with business, personalize your business. Be honest own up to problems and mistakes. Be timely respond within 24 hours. Explain and justify claim attach supporting evidence (receipts, invoice, repair records) Adjustment message favourable response to a customer claim. Open with approval - reveal good news upfront. Explain compliance in body rebuilding faith in company, explain changes or improvements company will make, address misunderstandings. Close positively - decide whether to apologize. Don"t" use negative words, don"t blame customers, don"t make unrealistic promises. Five ss: selfless, specific, sincere, spontaneous, short.
